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Engagement Manager - Grid Mod (Remote in Central and Eastern Times Zone)

Description

Sentient Energy (www.sentient-energy.com), a subsidiary of Koch Engineered Solutions (KES), has established itself as an electric utility industry leader with its uniquely capable “Grid Analytics System”, consisting of several intelligent sensor product lines and software packages, that expand the visibility into critical operating conditions on the electric power grid. Global utilities already spend billions annually on distribution automation products, with strong growth expected over the next 5 years as the industry prepares for a rapid increase in solar, electric vehicle and other renewables penetration. Sentient Energy is positioned to capitalize on this trend and be a leader in the most rapidly growing sector of the Smart Grid, while making the delivery of power more reliable, safer, lower cost, and much “greener”.

Sentient Energy is looking for a full-time Engagement Manager to join our team within the Customer Success organization. This is a remote opportunity. The Customer Success Team is responsible for managing and optimizing the Customer Success lifecycle including relationship management, customer experience and solution adoption for benefits realization. The successful candidate will be a trusted advisor to our customers with good interpersonal and communication skills, energetic, curious, resourceful, highly creative, and self-motivated with a strong sense of ownership and accountability. The Manager will work across the Sentient organization including with business development, engineering, product management, and the advanced technology teams as well as with strategic customers to manage the execution and support programs to meet the success metrics.


Remote in Central and Eastern Time Zone.  Ability to travel up to 50% of the time

What You Will Do In Your Role

  • Establish and manage the customer success plan including working with strategic customers to define success metrics and KSI (key success indicators)
  • Establish a trusted advisor relationship with strategic customer to drive product on‐ boarding with solution adoption and continued value of products and services
  • Manage the plan of the overall strategic customer account/program and its activities in accordance with the contract to meet success metrics
  • Establish and maintain stakeholder relationships, customer experience of operational excellence, NPS and quarterly business reviews
  • Manage the customer communication plan as a centralized customer facing touchpoint
  • Foster a collaborative working environment internally and externally with respective teams to set goals, resolve problems and make decisions to execute the customer success plan
  • Manage accounts long term planning, including expansion opportunities aligned with the product roadmap
  • Responsible for identifying, developing, and closing solution expansion opportunities
  • Facilitate the VoC (voice of the customer) feedback loop process including ensuring appropriate team member engagement and follow-through
  • Responsible for risk management and mitigation for the execution and management of the customer success plan including root cause analysis, problem resolution and corrective action initiatives
  • Establish and manage internal and external reporting
  • Support the continuous improvement cycle at the strategic account and the organizational level to identify areas of improvement
  • Ensure that account/program activities operate within the policies and procedures of the company and the customer


The Experience You Will Bring

 

Requirements:

  • Experience in Customer/Account Management
  • Experience supporting sales activities and account management including customer engagement and communication
  • Experience with stakeholder/relationship management across multiple parties and departments within and outside of the company
  • Experience working in the Utility Industry or with Grid Modernization
  • Knowledge of engineering discipline requirements for power systems
  • Knowledge of electric operations systems, including electric power systems, distribution automation, and distributed control systems and communications


What Will Put You Ahead

  • Experience with success metrics and use case management for utility value proposition
  • Experience with project management tools and software including Microsoft Project and/or similar packages


Position is not eligible for sponsorship


Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes - medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter.


At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate’s knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.


Equal Opportunity Employer, including disability and protected veteran status.
Except where prohibited by state law, all offers of employment are conditioned upon successfully passing a drug test. 
This employer uses E-Verify.  Please visit the following website for additional information: www.kochcareers.com/doc/Everify.pdf

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